Travel credit gone. Request expired

[Catalina37]

Hello everyone,

Yesterday i requested to book an apartment but the host never answered so the request expird. I had 19 euros travel credit, however no they are all gone. Normally, as I read on their site, the money should be refunded to my account. I have been searching to email them my complaint for hours. All tutorials online say to click " I still need help button" , but on my web browser that button does not exist even if I follow all the steps. 

I am not sure what I can do. Can you please help me?